Overall, claims professionals have made great strides in their digitalization and automation efforts. Considering that increases in satisfaction with the customer claims experience occurred when the supply chain was unpredictable, inflation soared and sourcing adjusters was especially challenging, we should celebrate these accomplishments.
While we shouldn’t take away from those gains, consumers still report dissatisfaction with claims handling, the claims experience and with the ease of their interaction.
When expectations don’t align with experiences, a percentage of customers will consider taking their business elsewhere.
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